1win Casino - A retirada do jogador está atrasada.

On July 23, 2023, I made a withdrawal and sent an email. On July 28, they responded and asked me to verify my identity, so I sent all the required documents,

They replied that my verification would be complete within 14 days, but 17 days have passed and I have received no response.

el 23 de julio del 2023 hice un retiro y mande un mail,El 28 de julio me respondieron y me pidieron que verifique identidad envie todo los documentos,

me respondieron que en 14 dias me iban a verificar pasaron 17 dias y no hay respuesta alguna

Dear facumzaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process and two weeks should be enough time to review all documents.

Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Good morning

I sent everything they asked for: a photo of the ID in front and behind, a photo of my face holding the ID in front and behind, and a utility bill to verify my address.

They did not ask me for any specific format

Buenos días

Envié todo lo que me pidieron una foto del DNI delante y atrás , una foto de mi cara sosteniendo el DNI por delante y atrás y una factura de servicios para comprobar mi dirección.

No me pidieron ningún formato en especifico

Thank you very much for your reply, facumzaa. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Perfect! send everything to the mail.

Perfecto! envie todo al correo.

Thank you very much, facumzaa, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you facumzaa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Good afternoon

The account was blocked according to paragraph 9.7 of the rules -

In accordance with clause 9.7. of the Terms of Use of the Site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.

Sincerely, 1win team.

Добрый день!

Аккаунт был заблокирован по пункту правил 9.7 -

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

Dear 1win Casino Team, could you please provide evidence of these fraudulent actions to my email? (peter.c@casino.guru) Thank you in advance!

I want to know the evidence why it is blocked, in my account I never did anything that is said, and the multi-account thing can be set in the IP address of the devices that entered the account. The only thing they want to do is not pay or verify because I am from Argentina, they are not paying all Argentinians.

yo quiero saber las pruebas de porque esta bloqueada, en mi cuenta nunca hice nada de lo que se dice, y lo de la multicuenta, se pueden fijar en la direccion de ip de los dispositivos que entraron a la cuenta. Lo unico que quieren hacer es no pagar ni verificar porque soy de argentina, a todos los argentinos no le esta pagando.

Good afternoon

Sent proof by email. Look here please

Best regards, 1win team.

Добрый день!

Отправили доказательства на почту. Посмотрите, пожалуйста

С уважением, команда 1win.

Dear facumzaa, we have received evidence from a casino representative we are unable to share with you due to our mutual agreement but there are clear signs of fraudulent activity and we agree with the steps taken by the casino. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.